recruitment pack for volunteer & visitor services

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Recruitment Pack for Volunteer & Visitor Services Coordinator May 2021

Thank you for your interest in becoming Polka Theatre’s Volunteer & Visitor Services Coordinator

“The place to be for children’s theatre” ayoungertheatre.com

This recruitment pack is designed to tell you more about us, the job role you would be doing, the skills and experience you would bring to the role and the qualities and values we’re looking for. It also explains how you can apply and the interview process. If you have any feedback or questions about this recruitment pack or require it in a different format, please let us know. We can be contacted on 020 8543 4888 or email [email protected] We look forward to receiving your application by 9.00am on 7th June 2021

mailto:[email protected]

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Equal Opportunities Polka’s commitment as an equal opportunities employer means we are keen to encourage applications from people of colour, people across the gender spectrum and people who self-identify as disabled, who are underrepresented in our sector. Our newly redeveloped venue is accessible for wheelchairs and prams/buggies; most spaces can be accessed step-free. As a children’s theatre we are generally open during the daytimes and weekends, rather than evenings, making us well suited to people who have families and/or other caring responsibilities outside of work. As an important part of our local community in Wimbledon and the London borough of Merton, we are also well suited to people who live nearby and are looking to work locally, rather than travel into or through central London.

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About Polka

Polka is a pioneering national theatre for children based in Wimbledon, South West London. The first UK venue to be created exclusively for young audiences, we celebrated our 40th anniversary in 2019. We are one of just a handful of dedicated children’s venues in the UK. Presenting a year-round programme of new work made at Polka, visiting shows, and Creative Learning activities for 0-12 year olds, we continue to pioneer developments in children’s theatre, nurture artistic talent in the sector, and maintain an international reputation while serving local communities. Polka is a charity and Arts Council England National Portfolio Organisation. Our mission is to empower children to navigate their world through inspirational theatre and creative experiences. Over 100,000 people visit us each year and a further 18,000+ take part in creative learning and community activities. We involve children at every stage of the creative process and lead the way in Early Years theatre for under 6s together with our academic collaborators and the EU-funded small size network. Inclusivity is and always has been an integral part of the company’s offer. In 2007, Polka pioneered relaxed performances for children on the autistic spectrum, a model which continues to be replicated across the cultural sector. We run a free ticketing scheme, enabling children from deprived areas to experience live theatre for the first time, and a range of initiatives that provide opportunities for children with particular access needs or who live in challenging circumstances to participate in our activities. We offer opportunities for all children and families regardless of age, ability, culture or background, to engage in theatre. This is an exciting time to be joining Polka. Since opening our Wimbledon home in 1979, over 3.5 million children, parents, teachers and carers have been through our doors and we now have an opportunity to redevelop and reimagine Polka for future generations. Our redeveloped venue will open to the public in summer 2021. For more information about Polka Theatre and our work, please visit www.polkatheatre.com Polka is funded by Arts Council England, London, registered charity number 256979.

http://www.polkatheatre.com/

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Vision and Values Polka’s mission is to ‘empower children to navigate their world through inspirational theatre and creative experiences.’ We are looking for people who are conscientious, proactive and reliable in their approach to work with a willingness to learn and ability to adapt to changes and share Polka’s vision: Improving children’s lives, bringing communities together, creating ground-breaking theatre. As well as our values: Child-centred placing children at the heart of everything Polka does Community engaging our diverse communities of children, families, educationalists and artists Excellent pioneering, adventurous, offering the highest quality Memorable creating magical, meaningful experiences Inclusive welcoming, accessible, nurturing, supportive, representative.

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Job Description This role is full-time and permanent. Further details can be found in the ‘Main Terms and Benefits’ section below. The Volunteer & VS Coordinator will lead on coordination of public-facing staffing, primarily the recruitment and coordination of Polka’s newly formed volunteer scheme. Volunteers make up a large proportion of our Visitor Services team, ensuring visitors the best possible experience whether seeing a show or making use of other facilities at Polka. Supporting and working closely with the Visitor Services Manager and Head of Operations, you will ensure the Visitor Services team offer the highest standards of customer service. Volunteers will undertake a variety of roles across Visitor Services and we are keen to recruit volunteers who represent the full diversity of people in London. You will ensure each volunteer is trained, provided with clear information and supported. You will be ambitious in developing the volunteer scheme, with the aim of rolling it out across different areas of the organisation to provide new opportunities for volunteers. You will regularly act as Duty Manager when the theatre is open to the public, and deputise for the Visitor Services Manager when needed. You will work alongside your colleagues to ensure all areas are maintained and well-presented complying with health and safety, licensing regulations and company policies and standards. Polka recognises the fundamental role volunteers play in enabling the theatre to achieve its mission and therefore this role will suit someone who is outgoing, energetic, has a professional attitude and is passionate about volunteer work within an arts setting.

Key Responsibilities Your job description includes responsibility for:

Volunteer Recruitment, Training & Support • Recruit, induct and train new volunteers, ensuring that goals and

objectives for volunteers are set and reflect the aims of Polka Theatre and the Visitor Services team.

• Proactively work with the Head of Operations and the Visitor Services Manager to suggest, coordinate, develop and deliver appropriate training and induction for volunteers and to evaluate this training regularly.

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• Be accountable for ensuring that all volunteers are compliant with regards to completing mandatory training and any required repeat/refresher learning.

• Develop and maintain successful relationships with local community groups and other appropriate organisations and businesses in order to recruit and retain volunteers.

• Develop and maintain links with external training providers for the progression of volunteers.

• Work closely with the Access Officer ensuring all Assisted Performances are supported, and coordinate appropriate training for the VS team

• Monitor and review volunteer placements to ensure volunteers receive sufficient support and achieve their goals.

Volunteer Management and Development

• Work with the Head of Operations and the Visitor Services Manager, to develop best practice policies and procedures in volunteer management and ensure Polka’s staff are fully trained in these practices.

• Take responsibility for ensuring that Polka is adhering to the Volunteer Policy.

• Maintain an up-to-date knowledge and awareness of best practice and current issues in the voluntary sector.

• Ensure that Polka Theatre’s events, performances and Front of House are adequately supported by volunteers

• Monitoring, evaluating and reporting to reflect the impacts, successes, priorities and challenges of the volunteer programme.

• Lead on creating a feedback and problem solving system for volunteers, implementing changes in the programme as appropriate and keep associated notes in line with Data Protection and confidentiality.

• Oversee planning and delivery of volunteer communications, socials and recognition events including Volunteer Thank You celebrations

• Implement and deliver an annual Volunteers’ Week, including an activities programme, in an engaging way.

• Provide a strategic lead for volunteering internally, developing volunteering opportunities across the organisation, matching volunteer opportunities that suit volunteer skills.

• Supporting staff who work with volunteers and improving volunteer management practice internally.

Administration

• Work with the Head of Operations to develop a budget for the volunteer programme and manage this budget appropriately.

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• Ensure that all volunteer information is kept up to date on Polka Theatre’s website and in other media/literature.

• Lead on all internal and external volunteer communications. • Maintain accurate volunteer data records using associated databases, in

line with Data Protection law and Polka Policy. • Implement and lead on managing the online rota software. Including

acting as official administrator, processing shift bookings and adding or editing schedules.

• With the Visitor Services Manager, act as a Safeguarding Deputy, attending meetings and ensuring the VS team are familiar with related policies and understand Polka’s safeguarding procedures.

• Attend Access Working Group meetings, where necessary, to ensure the volunteer programme continues to champion access for all through its roles and opportunities.

• Act as signatory for volunteer expense claims and oversee management of the expense system and policy.

Duty Management

• Act as Duty Manager during performances. • Be a key holder ensuring the premises is opened and locked in accordance

with the operational and security procedures and to suit the demands of the business.

• Act as a designated 1st Aider. • Deputise for the Visitor Service Manager in relation to Front of House and

Health & Safety, when required. • Provide cover for the Duty Managers when required.

All team members are expected to

• Champion and honour Polka’s vision and values (you can find these on the next pages)

• Maintain confidentiality and abide by Polka’s policies and procedures • Follow Health and Safety rules at work • Follow Safeguarding rules and legislation • Actively ensure Equality, Diversity and Inclusion is part of Polka’s culture • Contribute to Polka’s Environmental Action plan by thinking and working

sustainably • Contribute towards Polka’s fundraising goals, this may include research, writing

applications, advocacy and managing relationships • Take part in operational teams to help share learning, find joint solutions and

drive change • Participate in all training, development and wellbeing initiatives as required

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• Undertake any other duties as may be reasonably required. Please note that as this is a new role, we will review this role description after 6 months to ensure it meets the needs of the company, making changes as necessary.

Person Specification The following skills, knowledge and experience are required to carry out this role. There are some which we have suggested are beneficial but not essential to have.

Skills and knowledge required 1 Proven ability to organise projects and people, giving the attention

required, within a set timeframe or by a deadline 2 Proven ability to write and speak eloquently and present with confidence in

order to engage and motivate people 3 Ability to use Microsoft Office: Outlook, Word, Excel, PowerPoint and our

internal Databases/CRM system (Spektrix database and specific HR, volunteer management and rota systems – training will be given)

4 Ability to work well in as a team (in a group of people) and independently (alone)

5 Ability to deal with a diverse range of people at all levels using tact, diplomacy and patience

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6 A valid Disclosure and Barring (DBS) certificate or willing to undergo an enhanced DBS check (at Polka’s expense) if a job offer is made subject to this being obtained

7 Knowledge of the area local to Polka is beneficial but not essential

Experience required

8 Experience of volunteering programmes and volunteer recruitment, including ideally recruiting volunteers at scale to meet organisational needs and targets

9 Working knowledge of best practice in volunteer management with the ability to develop policies and procedures, and advise others on how these should be implemented in different contexts

10 Excellent communication and inter-personal skills 11 Experience of planning, implementing and delivering a wide variety of

training sessions to volunteer groups 12 Experience of motivating and leading a diverse team 13 Experience of customer facing environments, ideally in a theatre visitor

services setting 14 The following are beneficial but not essential:

• Experience working with children and or families • Experience working in a theatre or performing arts organisation or for a

charity/in the not-for-profit sector • First aid qualification (if you’ve not got one or it’s lapsed Polka will

arrange and pay for it)

Main Terms and Benefits Job title Volunteer and Visitor Services Coordinator Reporting to Visitor Services Manager Responsible for Volunteers Key Relationships Head of Operations, Access Officer, Community Engagement Manager, Sales & Ticketing Manager Role Permanent , full-time Salary £26,000 per year

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Hours Normal working week is 35 hours over 5 days (excluding 1 hour for lunch) which may be within the hours of 8am to 6pm. The post-holder will be expected to work a varying shift pattern to fulfil the requirements of the role and meet the needs of the organisation alongside other team members, to include a minimum of two weekends per month. As a children’s theatre, Polka’s hours of operation are largely daytime, but additional hours will be necessary to fulfil the requirements of the post, including evenings, weekends and bank holidays (we operate a TOIL system). Location 240 The Broadway, Wimbledon, London SW19 1SB. Holiday 20 days per annum plus bank/public holidays. Pension and benefits • After 3 months you will be automatically enrolled into NOW Pensions scheme

in accordance with statutory deadlines and contributions • Flexi-time – you can start work anytime between 9am and 10am and work the

corresponding 8 hours (with one hour for lunch) within the needs of the organisation

• RISE health and wellbeing service (including face to face counselling) • Complementary tickets for all Polka productions subject to availability • Discounts on main meals, tea and coffee in Polka’s café.

Probationary period Appointment is subject to satisfactory completion of 6 months. Notice period during probation is 2 weeks for both you and Polka. Notice Period 2 month for both you and Polka.

Application Process Key Dates Deadline 9.00am on 7th June 2021 Interview week commencing 14th June 2021 Second interview Shortly thereafter Ideal start date As soon as possible

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How to apply Please complete and send the following to Hilary O’Connor, Head of Operations at [email protected] or post it to them at Polka Theatre, 240 The Broadway, Wimbledon SW19 1SB. Remember to include Visitor Services Manager as your email subject line or on the envelope. Document Link Application form https://polkatheatre.com/jobs/

Equality monitoring questionnaire

https://www.surveymonkey.co.uk/r/CF8QX5Q

The Equality monitoring questionnaire is not sent to the person named above. It helps us understand whether we are succeeding in promoting equality of opportunity and encouraging representation. It is completely separate from your application and we do not connect the two.

On completion of all the above documents by the deadline, we will acknowledge receipt of your application. We regret that late applications will not be considered. You can visit our website to find out more about us https://polkatheatre.com/home/about-us/ If you would like to discuss this role in more detail please contact Hilary on [email protected]

Interview Process Because of the nature of this role, we would like the interviews to take place in-person at Polka Theatre; this will give you an important chance to see the building you’ll be working in. Zoom interviews are also a possibility if you prefer. If the interview is via Zoom, we will email you a meeting invite, which includes a link to the interview, in advance. We will let you know if there is anything in particular that we need you to prepare in advance.


https://polkatheatre.com/jobs/

https://www.surveymonkey.co.uk/r/CF8QX5Q

https://polkatheatre.com/home/about-us/


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All applicants will receive a response from us to confirm whether or not they have been selected for an interview. We aim to give at least half a weeks’ notice ahead of the interview date. All applicants who attend an interview will be offered feedback. It is not possible for us to give individual feedback if you have not been selected for an interview. Thank you very much for your interest. We look forward to hearing from you.

recruitment pack for volunteer & visitor services

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